Technical Support Officer at Babban Gona

About the job

• Provide prompt and accurate technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software and hardware issues, guiding customers through step-by-step solutions.
• Escalate complex issues to higher-level support or engineering teams when necessary.
• Ensure a positive customer experience by effectively managing and resolving customer inquiries and issues.
• Maintain clear and professional communication with customers throughout the support process.
• Follow up with customers to ensure issues are fully resolved and to gather feedback on their experience.
• Document all customer interactions, technical issues, and solutions in the support ticketing system.
• Create and update knowledge base articles to help customers self-solve common issues.
• Prepare detailed reports on recurring issues and provide recommendations for improvements.
• Work closely with the product development team to communicate customer feedback and technical issues.
• Collaborate with other support team members to share knowledge and improve support processes.
• Participate in team meetings and training sessions to stay updated on new products and technologies.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• At least 2 years proven experience in a technical support or similar role.
• Strong understanding of computer systems, networks, and software applications.
• Excellent problem-solving skills and attention to detail.
• Exceptional verbal and written communication skills.
• Ability to work independently and as part of a team.
• Familiarity with support ticketing systems and remote support tools.

Benefits

• Competitive salary
• Health Insurance
• Pension
• Performance Bonus
• Annual paid vacation
• Group Life Insurance